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Duncan I

1 reviews | Active since Oct 2013

28 May 2018, 22:10

Telkom 20Mbps and Free 2 Gig "Intergated" SIM services are a joke and the billing is incorrect

I have a 10Mbps line with Telkom on a month to month basis (I paid R3500 for the installation of the line and paid for my own modem) On the 8th May I called Telkom sales and asked to be upgraded to the R1008 per month 20Mbps line - Order Ref # 243 93 03 13 A. The line became active with 20mb on 11th May. I received my bill for June and Telkom claims I owe them R1769! I called the call center on 21st May at 11:54 to dispute this value as the website states R1008 and the agent told me it is R700 rand for subscription and R1000 for the 20mb line speed - What an absolute joke. I was then asked if I would like to switch to a debit order!!! I have logged an official billing dispute and the agent informed me the SLA to resolve it was 7 days (the 7 days have now passed) I would also like readers to know that the 20Mbps line is also an absolute joke - I have run numerous speed tests and the tests reveal the line runs at no more than 11mbps download and 11mbps upload. I am extremely frustrated with Telkom and wished I had never gone with them as a service provider. I have also (after 5 months) not been able to use their free 2 gig free data (per month) on the "integrated SIM" that comes with the bundle as the SIM doesn't work - I have been to the Telkom shop 3 times, am on my second SIM and have logged a call with their "SOC" to resolve this. Nothing works and the billing is incorrect. I refuse to settle an incorrect bill for a service that is stated as R1008 per month and that is billed at R1700 per month.

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Replies (2)
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Duncan I's update31 May 2018, 21:07
Reviewer Update
Called Telkom on Tuesday 29th to enquire about billing dispute as it was 7 days later. Spoke to Sindisiwe at 15; 52 and was told that dispute would be escalated. Still havent heard anything. With regards to integrated SIM I received and SMS today :Your case no ********** 1 is resolved. Please call 081180 for Telkom Mobile related queries and 10210 for Telkom Services and Products related queries. And a second SMS ;Good day please note case: was logged to incorrect department please contact 10210 for fixed line related issue SOC Telkom and the SIM still does not work. So after spending an hour at the Eastgate shop and the assistant logging a call with "SOC" now the incident is closed and bot resolved. I dont know what to do but the service is absolutely SHOCKING!!!!!!!! And my fibre line is still running below 11Mbps.
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Duncan I's update26 Jun 2018, 15:13
Reviewer Update
An update on my complaint. I have yet to hear from Telkom (I had 2 missed calls from a number last week with no messages) Fibre LINE : To date, my billing query has still not been resolved. First call logged 21st May 2018 - it is now 26th June 2018. I went to the Telkom shop 4th June to once again dispute my bill as I was not prepared to pay the R1769.02 I was then called by the Telkom express line (Kutala) who attempted to assist me . I was told to make payment and the issue would be resolved ( I have) . In terms of the 20MB line I have once again received a bill for R1701.74 for the Line and Speed for the month of June. I called Telkom on Monday 18th June REF ********** 25 and the agent confirmed that I had asked for a month to month 20MB line at R1008 per month and I should direct queries to the billing dept because I was being billed incorrectly! I then asked on the same call to be downgraded to the 10MB line again at R807 per month as I was tired of waiting for Telkom to fix the issue. (downgrade still has not happened as at 26th June) INTEGRATED SIM : I also logged a call on the 4th June at the Telkom shop REF - IT REF ********** for my integrated SIM that has not worked once in 6 months. I called for status update on 18th June and again on 26 June - The agent told me today that the call has been resolved (was closed onthe 18th June) and that I must add the APN settings and it will work - and ONCE AGAIN after making the APN TelkomInternet it STILL DOES NOT WORK today. I give up. On another note I have been running speed tests on my line since the upgrade and the average download speed is less than 11mb and the average upload speed is less than 11mb. My next steps is the ombudsmen? I am being charged a different rate to what is being advertised (and confirmed by TELKOM SALES as the actual rate - R1008 per month for a 20mb Uncapped Fibre Line) and no one is fixing this.